(2022) CIS-CSM Dumps and Practice Test (65 Questions) [Q16-Q34]

NO.16 HOTSPOT
Match the definitions for roles relationships.
Hot Area:

NO.17 Articles can provide the following: (Choose three.)

NO.18 What should be part of the pre-engagement collateral?

NO.19 Articles can provide the following: (Choose three.)

NO.20 How many outbound email accounts are supported in Customer Service Management?

NO.21 Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :

NO.22 Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.

NO.23 What are common types of application record data that are imported during a CSM data migration? (Choose two.)

NO.24 Predictive Intelligence improves Case management by:

NO.25 Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

NO.26 The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

NO.27 From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.

NO.28 What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

NO.29 Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

NO.30 Information about a customer’s service contract is found in Knowledge.

NO.31 Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

NO.32 In the Customer Service Management space, what does the term asset management mean?

NO.33 Special Handling Notes can apply to which one of the following based on specific attributes?

NO.34 From what places in SN can an agent create a case? (Choose three.)